Unified support framework for a contact center

Abstract

A system and method provide an integrated automation solution that links multiple systems and applications of a contact center operation and provides a unified support interface and unified knowledge base that delivers relevant data in real-time to assist contact center personnel during a customer interaction. Robotic Process Automation (RPA) is used for automating workflows and processes with robots (e.g., attended and/or unattended) that perform various tasks and activities for capturing information (data, documents, etc.) from multiple front-end and/or back-end systems and applications to provide the necessary data and information in real-time during a contact center session.

What is claimed is: 
     
       1. A computer-implemented method for providing assistance to a user managing a communication session in a contact center system, the contact center system including one or more applications, the computer-implemented method comprising:
 presenting a unified support interface displaying one or more candidate robotic process automation (RPA) workflows; 
 receiving a user selection of one or more RPA workflows of the one or more candidate RPA workflows via the unified support interface to trigger the one or more RPA workflows for execution; 
 executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session; and 
 presenting the relevant information in the unified support interface. 
 
     
     
       2. The computer-implemented method of  claim 1 , wherein executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session comprises:
 executing the one or more RPA workflows by one or more attended robots. 
 
     
     
       3. The computer-implemented method of  claim 1 , wherein executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session comprises:
 executing the one or more RPA workflows by one or more unattended robots. 
 
     
     
       4. The computer-implemented method of  claim 1 , wherein executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session comprises:
 performing contact-based searching to search repositories for customer profile, account information, and communication history. 
 
     
     
       5. The computer-implemented method of  claim 1 , wherein executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session comprises:
 performing knowledge-based searching to search repositories based on issue-specific parameters associated with the communication session. 
 
     
     
       6. The computer-implemented method of  claim 1 , wherein presenting the relevant information in the unified support interface comprises:
 presenting a link to a source of the relevant information via the unified support interface. 
 
     
     
       7. The computer-implemented method of  claim 1 , further comprising:
 presenting a status dashboard of automations in progress during the communication session via the unified support interface. 
 
     
     
       8. The computer-implemented method of  claim 1 , wherein the one or more candidate RPA workflows comprises common actions for agents of the contact center system. 
     
     
       9. The computer-implemented method of  claim 1 , wherein the presenting the unified support interface, the receiving, the executing, and the presenting the relevant information are performed by one or more computing devices implemented in a cloud computing system. 
     
     
       10. A system for providing assistance to a user managing a communication session in a contact center system, the contact center system including at least one or more applications, the system comprising:
 a memory storing computer program instructions; and 
 at least one processor configured to execute the computer program instructions, the computer program instructions configured to cause the at least one processor to perform operations of: 
 presenting a unified support interface displaying one or more candidate robotic process automation (RPA) workflows; 
 receiving a user selection of one or more RPA workflows of the one or more candidate RPA workflows via the unified support interface to trigger the one or more RPA workflows for execution; 
 executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session; and 
 presenting the relevant information in the unified support interface. 
 
     
     
       11. The system of  claim 10 , wherein executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session comprises:
 executing the one or more RPA workflows by one or more attended robots. 
 
     
     
       12. The system of  claim 10 , wherein executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session comprises:
 executing the one or more RPA workflows by one or more unattended robots. 
 
     
     
       13. The system of  claim 10 , wherein executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session comprises:
 performing contact-based searching to search repositories for customer profile, account information, and communication history. 
 
     
     
       14. The system of  claim 10 , wherein the system is implemented in a cloud computing system. 
     
     
       15. A non-transitory computer readable medium storing computer program instructions for providing assistance to a user managing a communication session in a contact center system, the contact center system including at least one or more applications, the computer program instructions when executed by one or more processors cause the one or more processors to perform operations comprising:
 presenting a unified support interface displaying one or more candidate robotic process automation (RPA) workflows; 
 receiving a user selection of one or more RPA workflows of the one or more candidate RPA workflows via the unified support interface to trigger the one or more RPA workflows for execution; 
 executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session; and 
 presenting the relevant information in the unified support interface. 
 
     
     
       16. The non-transitory computer readable medium of  claim 15 , wherein executing the one or more RPA workflows to search the one or more applications for information relevant to the communication session comprises:
 performing knowledge-based searching to search repositories based on issue-specific parameters associated with the communication session. 
 
     
     
       17. The non-transitory computer readable medium of  claim 15 , wherein presenting the relevant information in the unified support interface comprises:
 presenting a link to a source of the relevant information via the unified support interface. 
 
     
     
       18. The non-transitory computer readable medium of  claim 15 , the operations further comprising:
 presenting a status dashboard of automations in progress during the communication session via the unified support interface. 
 
     
     
       19. The non-transitory computer readable medium of  claim 15 , wherein the one or more candidate RPA workflows comprises common actions for agents of the contact center system. 
     
     
       20. The non-transitory computer readable medium of  claim 15 , wherein the one or more processors are implemented in one or more computing devices and the one or more computing devices are implemented in a cloud computing system.